A service eliminates the counter and transfers every operation online. I propose to evaluate who has access and skills to use it.
In the example, a person needs assistance in fulfilling an obligation. Progress is not measured only by the amount of paper saved.
Consideration should be given to accessibility, support and the possibility of correction. Simplification is real when it reduces obstacles for users, preventing the work before done by the office from being transferred entirely to those who are less prepared.